Troubleshooting
Widget not showing, connection issues, answer quality
The widget does not appear
Work through these in order:
- View your page source and confirm the snippet is present before
</body> - Check the browser console for blocked-script errors (ad blockers and strict CSPs can block third-party scripts)
- If you enabled domain lock, confirm the current domain is on the allow-list
- Hard-refresh — CDN-cached pages can serve old HTML for a few minutes
Messages not sending
The widget streams replies over a WebSocket connection. Corporate proxies or firewalls that block WebSockets cause messages to hang.
The widget automatically falls back to polling when the socket cannot connect, so replies still arrive — just a little slower. If nothing arrives at all, check your network tab for blocked requests to the Chatixy API.
Improving answer quality
If the agent answers incorrectly or says it does not know:
- Confirm the relevant page or document is in the Knowledge tab and marked Ready
- Re-crawl after site updates so the index is current
- Use AI instructions to correct recurring mistakes (“our support hours are 9–17 EET”)
- Check the conversation in Tickets — the cited sources show what the agent based its answer on
Tips
- The fastest fix for a wrong answer is usually adding one clear FAQ-style paragraph to a crawled page or uploaded document.